Transcript
MERLIN LEGEND™ Communications System Release 2.0 Calling Group Supervisor's Quick Reference
Calling Group Overview A calling group is a team of agents who handle the same kinds of calls. Usually these calls are not meant for any particular agent,
Calling Group Features The following table summarizes the features that your company can program for a calling group. Feature
Description
Station Hunting
Distributes calls to agents in either a circular or a linear order. Each agent is assigned a position number used by the system to track who receives the next call.
Delay Announcement
Your telephone can be programmed as a supervisor telephone only or as an agent telephone, enabling you to take calling group calls. Your telephone can also be programmed for you to supervise more than one calling group.
Provides a recorded announcement to callers waiting in queue. Calling groups can share an announcement device.
Calls-inQueue Alarm
Alerts supervisors and agents that the programmed limit of calls in queue was reached or exceeded.
Call Queue
Overflow Coverage
Sends calls to a designated calling group or QCC operator when the programmed limit of calls in queue is reached.
Auto Logout
Changes agent’s status from available to unavailable or sends the call to another agent when agent does not answer within five rings.
Auto Login
Allows unanswered calls to ring at an agent’s phone until the caller hangs up.
Calling Group Message Receiver
Allows inside callers to send display messages to a designated message receiver for calling group. Calling groups can share the same message receiver.
Your system may have as many as 32 calling groups with up to 20 agents per group. An agent can be a member of only one group, and the total number of agents cannot exceed 144, the maximum number of telephones allowed in the communications system.
When all agents in a calling group are unavailable, incoming calls are placed in a holding area (queue) where the system tracks the number of calls and the order in which they arrived. Depending on your system, callers entering the queue may hear a recorded announcement asking them to hold and wait for the next available agent. While waiting in queue, callers may hear Music-on-Hold or ringing. As agents become available, calls are distributed on a first-in, first-out basis.
AT&T CIC# 555-620-131 Issue 1 – October 1992
TELEPHONE You can supervise calling groups using the following telephones: ●
Analog multiline telephones:
Line Buttons Number of line buttons depend on telephone: ●
BIS-22 or BIS22D: 22
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BIS-34 or BIS34D: 34
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MERLIN II System Display Console: 34
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MLX-20L: 20
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MLX-28D: 28
— BIS-22 telephone with or without display — BIS-34 telephone with or without display — MERLIN® II System Display console with built-in direct station selector (DSS) ●
Digital (MLX) telephones: — MLX-28D™ telephone with or without DSS — MLX-20L™ telephone with or without DSS
Calling Group Feature Buttons Agent Buttons
(One button for each agent.) Used to check the status of each agent and, if programmed, to auto dial† each agent’s extension.
Agent Status Buttons*
Use to change the status of each agent’s extension. Supervisors need two status buttons: Available and Unavailable. If desired, agents can program an Available button to switch in/out of available status.
Calls-inQueue Alarm Button
Use to check number of calls in queue. One button is needed for each calling group. If desired, agents can have this button programmed on their telephones.
Telephones with SA Buttons SA Ring
Use to make/receive inside/outside ringing calls, including calls to calling group.
SA Voice
Use to make and receive outside calls, receive ringing and voiceannounced calls, make inside voice-announced calls, including calls to calling group. (Co-workers hear your voice over the speaker phone.)
SA Originate Only
Use only to make inside/outside calls; calls are not received on this button.
Shared SA
Line is shared with co-workers. Use the same as SA Ring and SA Voice
555-XXXX
Use to make/receive outside calls only.
Telephones with ICOM Buttons ICOM Ring
Feature Button Use this button to program and use your telephones features, including calling group features. MLX telephones have this button. Analog multiline telephones must have this button programmed onto a line button (see Programming Buttons on Supervisor Phones).
† For Auto Dial, see the quick reference card for your telephone. ‡ You can also change agent telephone status by using feature codes.
Use to make inside calls and receive inside ringing and voiceannounced calls, including calls to calling group.
ICOM Voice Use to make inside voiceannounced and receive inside ringing and voice-announced calls and calls to calling group. ICOM Originate Only
Use only to make inside calls; calls are not received on this button.
555-XXXX
Use to make/receive outside calls only.
AGENT ACTIVITIES Agents are responsible for handling calls that come into the group. An agent can use any MLX, analog multiline, or single-line telephone.
Answering Calling Group Calls Inside and outside calls to calling groups come in on either SA or ICOM buttons on multiline phones. Identify call types as follows: Call Type
Number of Rings
Inside Inside Transferred Outside Outside Transferred
One One Two Three
Agent extensions can be called directly from inside. If your company has direct inward dialing lines, agents can be called directly from outside. Agents with MLX display phones can identify calling group calls by seeing GrpCl on their display.
Signing In/Out of Calling Group Agents with multiple button phones can use either programmed Available buttons or feature codes to sign in/sign out. Agents with single-line phones must use feature codes. To sign in/sign out using programmed buttons: ●
Toggle programmed Available button to sign in/out.
Note: Pressing Available button during call changes agent’s status and may disconnect call. To sign in/sign out using feature codes: 1. To sign in: ●
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On multiple button phones, press Feature and dial 44. On single-line phones, lift handset and dial #44.
2. To sign out: ●
On multiple button phones, press Feature and dial *44.
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On single-line phones, lift handset and dial #*44.
PROGRAMMING AGENT TELEPHONES Programming Buttons on Agent Phones To program available buttons on MLX display phones: 1. Label button with Available.
Headset Features For MLX telephones: The following feature buttons can be programmed on your MLX telephone if you are using a headset: Headset Status to turn the headset on and off if using both headset and handset.
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2. Press Menu. 3. Select Ext Program[Prog].
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Headset Hang Up to disconnect calls. (This button must be programmed by your system manager.)
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Headset Auto Answer to deliver calls to the headset automatically, eliminates need to press line buttons to answer calls.
4. Select Start. 5. Press labeled button. 6. Select ListFeature[List]. 7. Select ES Status[ES].
Headset/Handset Mute to temporarily turn off the microphone in your headset or handset so your voice is not heard by caller.
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8. Select ES Status[ES]. 9. Select Enter. 10. Press Home. To program available buttons on MLX nondisplay phones: 1. Label button with Available. 2. Press Feature.
To program headset feature buttons on MLX display phones: 1. Label button. 2. Press Menu. 3. Select Ext Program[Prog]. 4. Select Start.
To program headset features on MLX nondisplay phones: 1. Label button. 2. Press Feature and dial 00. 3. Press labeled button. 4. Dial *782 for headset status, *780 for headset auto answer, or *783 for headset/handset mute. 5. Repeat Steps 3 and 4, if necessary. 6. Press Feature and dial *00. To use headset feature buttons on MLX telephones: 1. Unplug handset. 2. Plug headset into console. 3. Press programmed Headset Status button to change from handset to handset. 4. Press line button to answer calls or press programmed Headset Auto Answer button to activate automatic call delivery. Begin talking when you hear the tone.
3. Dial 00.
5. Press labeled button.
4. Press labeled button.
6. Select ListFeature[List].
5. Dial *44.
7. Select Hdset.
6. Press Feature.
8. Select Status[Stat] for headset status, AutoAnswer[Auto] for headset auto answer, or Mute for headset/handset mute.
5. Press programmed Headset Hang Up button to disconnect a call (even if outside caller hangs up). For Analog Multiline Telephones: You must program an Auto Answer All button to automatically send calls to the headset. You must have a General Purpose Adapter (GPA) to connect the headset to the console.
9. Select Enter.
To program:
7. Dial *00. To program available buttons on analog multiline phones: 1. Label button with Available. 2. Slide T/P switch to P. 3. Press labeled button. 4. Dial *44.
10. Repeat Steps 5-9, if necessary. 11. Press Home. To turn headset off during a call on MLX telephones: ●
5. Return T/P switch to center. ●
Headset/Handset Mute. Press once. Press again to resume. Speaker. Press once. Call transfers from headset to speakerphone. Press again to return the call to the headset.
1. 2. 3. 4. 5.
Label button with Auto Ans All. Slide T/P switch to P. Press labeled button. Dial *754. Return T/P switch to center.
To use: 1. Verify that the switch on the GPA is on Auto. 2. Toggle programmed Auto Answer All button to turn headset on/off.
SUPERVISOR ACTIVITIES Entering/Exiting Supervisor Mode In supervisor mode, you can monitor and change agent status. In normal mode, you cannot change agent status. To change modes on any supervisor phone:
Monitoring Calls-in-Queue You can monitor the number of calls in queue by checking the Calls-in-Queue Alarm button light or inspecting the number of calls in queue using your display (available only to MLX display phones).
1. Press Feature.
To inspect number of calls-inqueue: 1. Press Inspct. 2. Press Calls-in-Queue Alarm (name of calling group) button. 3. Read display:
2. Dial 32. 3. Press Hold to enter supervisor mode, or press Drop to exit supervisor mode.
Changing Agent Status
Monitoring Agent Status
You can sign in additional agents from a supervisor phone if call volume requires more agents.
You can monitor agents ability to take calls. Agents sign in/sign out using their Available buttons. Auto Logout †, if available, changes agent’s status to unavailable after five rings.
To change agent status:
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On phones with agent status buttons, press programmed Available or Unavailable button. On MLX display phones without agent status buttons, press Feature and dial 762 for available, or 760 for unavailable.
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On analog multiline phones without agent status buttons, press programmed Feature button and dial 762 for available, or 760 for unavailable.
2. Press appropriate agent button.
Green On Off Red
On Off
State On off
Meaning Agent available (signed in) Agent unavailable (signed out) Agent busy Agent not busy
number of calls in queue
Use green lights on MERLIN II System Display Console and red lights on MLX DSS to monitor available/unavailable status:
Use red and green lights next to agent buttons to monitor busy/not busy (on-a-call/not-on-a call) status: State
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Available/unavailable status:
To monitor status using phone without DSS:
Light
GrpCl followed by name (if available)
To monitor status using phone with DSS:
1. Select new agent status: ●
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Meaning Agent available (signed in) Agent unavailable (signed out)
Busy/not busy status: 1. Press Message Status button on DSS to monitor busy/not busy status: State On Off
Meaning Agent busy Agent not busy
2. Press Message Status button to return to monitoring availability status.
† See your Calling Group Supervisor’s Guide for a description of Auto Logout and other calling group features that can be programmed by your company.
PROGRAMMING SUPERVISOR TELEPHONES Programming Buttons on Supervisor Phones To program agent status buttons on analog multiline phones:
To program calls-in-queue alarm button on MLX nondisplay phones:
1. Label button with agent’s name or extension.
1. Label button with Available or Unavailable.
1. Label button with calls-in-queue alarm (name of calling group).
2. Press Menu.
2. Slide T/P switch to P.
2. Press Feature.
3. Select Ext Program[Prog].
3. Press labeled button.
3. Dial 00.
4. Select Start.
4. Dial *762 for Available or *760 for Unavailable.
4. Press labeled button.
To program agent buttons on MLXdisplayphones:
5. Press labeled button. 6. Select ListFeature[List]. 7 Select AutoDial[AutoD]. 8. Select Inside. 9. Dial extension.
5. Repeat Steps 3 and 4, if necessary. 6. Return T/P switch to center. To program calls-in-queue alarm button on MLX display phones:
10. Select Enter.
1. Label button with calls-in-queue alarm (name of calling group).
11. Repeat Steps 5-11, if necessary.
2. Press Menu.
12. Press Home.
3. Select Ext Program[Prog].
To program agent status buttons on MLX display phones:
4. Select Start. 5. Press labeled button,
1. Label button with available or unavailable.
6. Select ListFeature[List].
2. Press Menu.
7. Select Group Call[GrpCl].
3. Select Ext Program[Prog].
8. Dial calling group’s extension.
4. Select Start.
9. Select Enter.
5. Press labeled button.
10. Press Home.
6. Select ListFeature[List].
To program calls-in-queue alarm button on analog multiline phones:
7. Select Operator ES[Op ES].
5. Dial *22. 6. Dial calling group’s extension. 7. Press Feature. 8. Dial *00. To program a feature button on analog multiline phones: 1. Label button with Feature. 2. Slide T/P switch to P. 3. Press labeled button. 4. Dial *20. 5. Return T/P switch to center. To program agent buttons on analog multiline phones: 1. Label button with agent’s name or extension. 2. Slide T/P switch to P. 3. Press labeled button. 4. Dial *22.
1. Label button with calls-in-queue alarm (name of calling group).
5. Dial extension.
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Slide T/P switch to P.
6. Repeat Steps 3-5, if necessary.
9. Select Enter.
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Press labeled button,
7. Return T/P switch to center.
10. Repeat Steps 5-9, if necessary.
4.
Dial *22.
11. Press Home.
5.
Dial calling group’s extension.
6.
Return T/P switch to center.
8. Select ES2 for Available or ES Off for Unavailable.
Copyright © 1992 AT&T MERLIN LEGEND is a trademark of AT&T
